Complaints

This profile includes complaints for Metro Mattress Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Metro Mattress Corp.

  3545 John Glenn Blvd Syracuse, NY 13209-1828

  
• 

  Metro Mattress Corp.

  137 Route 104 Oswego, NY 13126

  
• 

  Metro Mattress Corp.

  4245 Lakeville Rd Ste A Geneseo, NY 14454-9746

  
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  Metro Mattress Corp.

  4968 Commercial Dr Yorkville, NY 13495-1101

  
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  Metro Mattress Corp.

  7612 Oswego Rd Liverpool, NY 13090-2930

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Metro Mattress (**** ********** *** *** ********* ** *****) for deceptive practices and inadequate disclosure. On March 31, 2025, I purchased a ************ ***** ***** mattress, pillow, mattress protector, support block, and removal service for $4,571.83 (Receipt #**********). Sales representative Lydia promised a 90-day full refund, stating, “you can return it” if uncomfortable, without mentioning “exchange.” She called a clearance center where used/returned mattresses are sold, confirmed they had my mattress, but stated that if purchased there, I wouldn’t be eligible for a refund—implying my store purchase was refundable. However, she highlighted a “no partial or full refunds” clause in a signed agreement stapled to the receipt, creating confusion. The policy was not displayed on large signs at checkout.
  
  On May 23, 2025, at approximately 10 AM, I called Metro Mattress to request a refund. Lydia answered, advised me to “give it more time,” and mentioned a new manager would be starting, delaying my refund request. On June 2, 2025, the new manager, Zoe, showed the agreement’s “no refunds” clause and admitted, “that’s why Lydia is no longer here,” confirming Lydia’s misrepresentation led to her termination. Zoe refused to clarify, denied Metro Mattress’s responsibility, and offered only an exchange with forfeiture for lesser-valued mattresses. The mattress is like new, protected by the purchased *********** protector.
  
  I seek a full refund of $4,571.83 to shop elsewhere, as store credit restricts me to their pricing, but Metro Mattress has refused. I also require dispute documentation from the BBB to support a ******** **** dispute, as the 60-day window from my April/May 2025 statement may be closing. Attached is the receipt. I request BBB mediation to secure my refund within the 90-day period Lydia promised (until June 29, 2025).

  

  Business Response

  Date: 06/03/2025

  Metro Mattress has a no refund policy. This policy is clearly stated on the back our invoice which has been provided for this comment thread by myself and the customer. These invoices are reviewed and signed at the time of purchase. Metro Mattress also clearly posts our refund policy on the wall next to the desks where customer contracts are written and signed for (see pictures).  If the customer is unhappy with the feel of their new mattress they are still eligible for our comfort exchange program where they can exchange their mattress for something else that we carry. The guidelines for our comfort exchange program are listed on the back of the customer invoice. I will have a member of our Regional Management team reach out to invite the customer back into our stores to utilize our comfort exchange program and to answer any other questions and concerns that they may have.  

  Customer Answer

  Date: 06/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
   I respectfully maintain my complaint under GBL § 349 and § 218 due to misleading sales practices and inadequate disclosure. While I acknowledge the fine print on the back of the invoice, I must emphasize that at the time of purchase, the sales representative, Lydia, verbally assured me of a 90-day full refund, not just an exchange. She contrasted my purchase with the clearance center—stating that only clearance items were non-refundable—which clearly implied that regular store purchases were refundable. This verbal assurance was a significant factor in my purchasing decision. Furthermore, the wall signage you referenced was not pointed out to me at the time, and I was not directed to or made clearly aware of a “no refund” policy during the sale. If it had been, I would not have proceeded with the purchase. I was delayed from initiating a return by the same representative who has since been let go—apparently for misrepresenting store policy. As I informed the manager, I do not believe store credit or exchanges resolve the issue, as I purchased under the explicit understanding that a full refund was available. I kindly renew my request for a full refund of $4,571.83 and ask that you reconsider in light of the sales misrepresentation. Please confirm whether a full refund will be issued or provide formal documentation of your denial so I may proceed with a credit card dispute. 
  
  Regards, 
  
  ***** *******

  

  Business Response

  Date: 06/03/2025

  For the record, Lydia was a respected member of our team. She worked for Metro Mattress for years, held a variety of leadership titles in that time, and was very thorough with her customers.  Lydia was not terminated but left on good terms for another job opportunity.  We have never had a report of her verbally misleading customers before.  And again, this customer signed for everything and our paperwork states no refunds.  However, the guidelines for our comfort exchange program are also listed on our paperwork- listed on the back of the customer invoice. I will have a member of our Regional Management team reach out to invite the customer back into our stores to utilize our comfort exchange program and to answer any other questions and concerns that they may have.

  Customer Answer

  Date: 06/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  Summary of June 3 Phone
  Call with Regional Manager (Approx. 2:04 PM): At approximately 2:04 PM on
  June 3, I received a call from a Metro Mattress regional manager, possibly
  named Adam. Like the store manager Zoe, he offered an exchange for the mattress.
  I explained that we were seeking a full refund due to the mattress being
  uncomfortable and the product having been misrepresented at the time of
  purchase. Adam stated that he did not have authority to issue refunds, as such
  decisions are handled at the corporate level. He did not address the
  central issues we raised: that the original sales representative, Lydia,
  explicitly promised a 90-day refund; that the refund policy was only printed in
  fine print on the back of the invoice; and that no clear explanation of the policy
  was given at the time of purchase. As previously noted, Lydia is no longer with
  Metro Mattress. When we visited the store in person, Zoe indicated that Lydia’s
  misrepresentation was the reason for her departure, , “that’s why Lydia is no longer here.”  Adam also did not respond to
  the forfeiture clause in the exchange policy, which Zoe had explained would
  result in a financial loss if we chose a lower-priced mattress. That policy,
  too, was not clearly disclosed at the time of sale. Adam reiterated that only an
  exchange could be offered. I reaffirmed that we are pursuing a refund. The call
  lasted fewer than three minutes. Notably, neither Zoe nor Adam
  made any attempt to affirm that the “no refund” or “exchange with forfeiture”
  policy was clearly displayed in the store or explained at the time of purchase,
  reinforcing our concern that it was not adequately disclosed. Under New York General
  Business Law §§ 218 and 349, businesses must clearly and conspicuously
  disclose policies that limit consumer rights, including no-refund policies. 
  Regards,
  ***** *******

• Initial Complaint

  Date:05/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a mattress in December, Was delivered in January. When they delivered the bed and the frame, they damaged my apartment wall, they didn't deliver the mattress protector I bought as part of the purchase. I immediately called and texted my sales rep who still hasn't gotten back to me after 4 months. I have called the store more than 20 times trying to get resolution on getting the mattress protector delivered. The store says it's their policy not to deliver that item separately. They never told me they weren't delivering the item and I would have pushed the entire delivery to when they could deliver it complete. Since then they have said that the protector is a free gift (not true it was part of why we bought at the store with total price including the protector) so they are not obligated to deliver it and I have to pick it up. It's been over 4 months. I simply want them to get the mattress protector to my place. Shipping, driving, have an employee drop it off, I don't care. I paid for a service that wasn't completed and now they keep trying to tell me all the reasons why they aren't obligated to fulfill the agreement. This lacks integrity and I'm looking for the BBB to help resolve the issue. You list this company as A+ rated I would expect a better customer experience from companies with this rating. Thank you in advance for your help.

  

  Business Response

  Date: 05/07/2025

  The protector was out of stock on 1/11/2025 when the customer received delivery. The protector was back in stock and sent to the store the customer purchased from on 1/25/25 for pickup. Attached you will find a copy of the customers receipt that show that the protector was indeed a free gift. Metro Mattress does not deliver accessories only and we do not ask our sales team to bring products to customers homes. We did move the protector to another of our store locations that is closer (approximately 6 miles or a 15 minute drive according to Google) to the customers home for the customers convenience.  Customer service has reached out to the customer to let them know that if they cannot pick up their free gift from their local Metro Mattress we can have it transferred back to our Syracuse warehouse and mailed out to them.  

  Customer Answer

  Date: 05/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ***** *********

• Initial Complaint

  Date:04/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, March 18, 2025 I applied online for a mattress with Metro Mattress using the Cortland NY option for location. I was contacted via text by the manager of the Olean NY branch, instead (Shanan *******) to proceed with a purchase. Upon going through the process of financing through ******* I discovered that I would be making two payments per month of $433.48 for 12 months. I explained to Mr. ******* that I could not afford two payments per month of $433.48 and would not be able to go through with it and he assured me that, once I received an email or a letter from Metro Mattress, I would be able to call ******* and change the term of the agreement to 24 months. He said other customers had done this. He vehemently assured me that I would be able to make this change, otherwise I would never have gone through with this agreement. (I have the full text to prove this). I never received an email nor a letter. On 4/21/25 I called ******* to discuss the problem and to ask for the extension of the term to 24 months and was told that they do not extend contracts. I then called Mr. ******* back on 4/21/25 and explained what I had been told by *******. He told me that he would make a call to his "contact" at ******* and get the situation resolved for me. Only after several texts from me to Mr. ******* did he reply saying that he was not getting a return call from this "contact" but once he heard back he would notify me. On 4/22/25 Mr. ******* texted me back and said that they directed him to have ME call them back. I did, and had the same result - they would not extend the length of the contract. I am now in substantial financial difficulty because of this extra payment that I was told would go away. I feel that Mr. ******* knowingly mislead me about the term change to make the sale. Metro Mattress' return policy is an exchange for equal or higher value, which does me no good. My desire is a full refund with return of mattress and no additional charge for said return.

  

  Business Response

  Date: 05/14/2025

  We have been in contact with the customer directly and have been trying to work out a solution with her through the financing company (*******).  We have been in contact with management at the finance company to find a solution for her problem, which could include surrendering the mattress, as she signed for a lease program through ******* and they will take it back if she tells them she wants to surrender the mattress back to them. The customer did sign all documentation for 12-month financing, which included monthly payment amounts, and all terms. It was all spelled out and sent directly to her phone to sign for. Even in her text messages our associate told her that she would need to contact ******* directly and work out terms BEFORE delivery. Which she did not. 

  Customer Answer

  Date: 05/14/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   I DID call ****** to resolve the bi-monthly payment issue and I was told by ******* that I would receive a letter or email from Metro Mattress with the information I needed to give ******* when I called to to tell them I wanted the term to be extended to 24 months. I NEVER RECEIVED SAID LETTER OR EMAIL. The text proof is provided. I was never asked for the invoice number, or any other information, AT ALL. I was simply told to wait for the email or letter I would receive.  I received a text from ****** ******* yesterday stating, and I quote: "First, I would like to personally apologize for my lack of communication the last time you and i had a conversation. When attempting to resolve this issue, I wasn't able to get any answers, and I simply did not know what to say to you, so I was waiting for a response from *******. Anyway, moving on from my personal shortcomings ... I wanted to let you know that my corporate office is currently working with ******* to resolve this for you. We will have a resolve very soon. I wanted to touch base and let you know that. I hope you have a great day and we will talk soon." To me this appears to be sent only because of the BBB complaint. I am NOT, at all, counting on Metro Mattress coming to a conclusion on this.  
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 05/15/2025

  As a follow-up, the finance company did offer to extend the customers' payments out to 12 months. Our representative spoke to her directly and spoke to her about her options through the finance company.

  Customer Answer

  Date: 05/16/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  I spoke with ****** ****** at ******* on Thursday, 5/15/2025. He explained to me my options with the issue on the part of *******. I have chosen a Voluntary Return and am waiting for The Voluntary Return Specialist to call me with a dater for pick up. At that time, I expressed my desire for a full refund of the payments I have made so far for the mattress. He told me that ******* is not responsible for the refund and to contact ****** *******.  I called Mr. ******* on Thursday 5/15/2025 and was told it was his day off. I called on Friday, 5/16/2025 and was able to speak with Mr. *******. I explained to him what Mr. ****** had said regarding the refund being the responsibility of Metro Mattress. He told me it was NOT their responsibility.  I then called Mr. ****** back and he told me to call Mr. ******* back and request that he notify his supervisory team because it was up to them to refund me. I did call Mr. ******* back, told him that he needed to contact his team to refund my payments and he said he would "send an email immediately after we ended the call, and would be in touch with me with a response." Additionally, Mr. ******* told me that he was "very sorry" for his part in this matter and my dissatisfaction. This seems to me to be indicative of a confession that he is responsible.  Until I have the refund in my checking account, I will not be satisfied and will not sign off on this complaint. The refund I am demanding is a total of $910.16. This is for the following: 3/26/25 - $40 for the initial payment 3/26/25 - $3.20 Tax 4/13/25 - $433.48 payment 4/27/25 - $433.48 payment 
  
  Regards, 
  
  ******* ****

  

  Business Response

  Date: 05/16/2025

  The agreement the customer has made to voluntarily surrender her mattress is with *******, they will send a team out to take her mattress back. The payments that the customer has made on the mattress are also to *******. All decisions, payments, and agreements made between the customer and ******* about the customers finance contract do not involve Metro Mattress.   All questions and/or complaints should be referred back to ******* as they hold this customers finance contract.

  Customer Answer

  Date: 05/20/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I DO NOT FEEL THIS IS A SATISFACTORY RESOLUTION, but at this point I am just happy that the mattress is out of my possession. There is no fighting the deceptive sales practices of ****** ******* and the entire Metro Mattress company.  Good riddance. Additionally, I will never recommend Metro Mattress to any other human being on this earth. They are the epitome of manipulative sales practice, specifically, ****** *******. He should be ashamed of himself considering the lies he told me just to make a sale and, likely, a commission.  Let it be done, but not forgotten. 
  
  Regards, 
  
  ******* ****

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several items from Metro Mattress Latham, one of which is a ********** ****** King with an adjustable base and extended warranty. The foot massage stopped working. Since Metro Mattress Latham has closed since my purchase, I contacted Metro Mattress on Wolf Road in Albany. I was told by AJ, a sales associate, to send an email to, ****************************** in order to find out how to make a claim under the extended warranty. I have sent two emails so far. One email was sent on March 27, 2025, and most recently on March 31st. I have yet to receive a response. I am simply requesting assistance from the business regarding how to file the warranty claim for the foot massage option. I have my receipt and any other information the business may need in order to assist with this matter.

  

  Business Response

  Date: 04/21/2025

  The correct email address to reach our Customer Service/Warranty department is *************************. We do not receive emails at *************************** The customers information has been given to our service department and she should receive a call from them within 24-48 hours.  

  Customer Answer

  Date: 04/23/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  This matter has not been resolved. I did receive a phone call and email from the business on 4/22/25. The representative asked me if April 28, 2025 was a good date for a repair person to come to my home to make the necessary repairs to the bed. I said, “yes”. The representative said they would call me back in order to let me know more details regarding the April 28th repair date. I have not heard back from the business. I left a voicemail and sent an email to the business on April 23rd, however, I have not yet received a response back from the business. I genuinely would just like for the business to do the right thing and make the necessary repair to my adjustable bed.  
  
  Regards, 
  
  ******* ****

  

  Business Response

  Date: 04/30/2025

  Our service department reached out to customer towards the end of last week to confirm the information they had spoken about earlier in the week. A service technician from Metro Mattress was at the customers home yesterday and repaired the customers base.

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a mattress from Metro Mattress on January 17, 2025 but they did not have the mattress protector which I was charged for. I called the owner of the store and he assured me I would get the credit. I contacted the finance company (*********) but got no help. So far, I have not received the credit I deserve. Thank you so much for your help.

  

  Business Response

  Date: 03/28/2025

  After going through our records it does look like we owe this customer a refund for the protector if she no longer wants it. Attached paperwork shows the merchant refund to ********* ********* for the amount of $129.74 ($119.99 +tax). This refund was processed today and should reflect on the customers next invoice from ********* *********.I have left a message with the customer apologizing for this refund being overlooked along with my office number for her to contact me if she has any other further question or concerns.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 3, 2022, I purchased an ******** ******** mattress for my adjustable bed, all bought, delivered, and set up by Metro Mattress. The sales person sold me the kind of mattress that was compatible with my adjustable bed. It’s only been 2+ years. I never used the bed in an upright position. A few months ago I raised the bed to an upright position. I laid down and shortly afterward was very uncomfortable. Turns out there is a ripple in the mattress causing the discomfort. Like laying on a hose. I confirmed with the company that I had a 10 year warranty-providing that the mattress was not soiled or dirty. A representative came from Syracuse to look at the mattress and said he didn’t know why it would do that but he would report to whomever and get back to me. He just called and now said there isn’t a warranty and that the sales person was incorrect and possibility is that the mattress shouldn’t have been sold for an adjustable bed. The sales representative was let go and is no longer there. The rep flipped the mattress around so now the ripple is closer to the feet. Still not right. I’m not unreasonable. I would like to just get a mattress that works properly with this bed…..refund or credit for new mattress if Metro mattress sells what I need. 

  

  Business Response

  Date: 02/12/2025

  All warranties on mattresses sold by Metro Mattress are provided by the manufacturer, not Metro Mattress. In this case that Manufacturer is ****** **************** ******* *******. Metro Mattress did send a tech out on 1/29/25 as we help collect all information needed for the manufacturer to process a customers warranty claim. The manufacturer did confirm that this mattress is adjustable compatible. Attached you will find a picture taken by our tech showing that this customers mattress is smooth and free of defects. This was sent to the manufacturer along with the pictures provided by the customer. The picture provided by the customer here shows the mattress sitting up without anyone in the bed. All mattresses that are adjustable compatible will have some play in the top fabric to allow for the mattress to bend with the adjustable base and conform to the customer while they are laying in the bed. Per the manufacturer this is not a manufacturers defect. We will have someone from out team reach out to this customer and inquire if she has any other questions or concerns about her warranty. 

  Customer Answer

  Date: 02/14/2025

  We called ****** *** manufacturing company. The man was very nice and said that although he feels that there is a problem,  the warranty has to be dealt with by Metro Mattress. They don’t handle warranty issues. He said if Metro Mattress doesn’t do anything it’s because they choose not to. So, I guess the struggle between the manufacturer and Metro Mattress leaves us with an uncomfortable, unusable 2 year old mattress and we are out $900. I feel that Metro Mattress dropped the ball on this and they should stand by the product they recommended and sold us. I am not happy with the customer service of Metro Mattress. I was willing to compromise and take  a partial refund or store credit. I have received nothing. I feel this matter has not been resolved. I thank you for your help and trying to resolve this matter.

  

  Business Response

  Date: 02/18/2025

  Metro Mattresses submitted the customers information and the information about their mattress to the manufacturer. The manufacturer made the decision that it did not meet the requirements for replacement.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from them on 5/24/24, and after only 7 months it failed to support my weight which is only 128 lb. They refused to replace it because my iron bed frame does not have a center support. They did not inform me of this requirement at the time of purchase or installation.
  In my opinion this is highly unethical behavior.
  Many others are vulnerable since Queen size mattresses did not require a center support in the past.

  

  Business Response

  Date: 01/16/2025

  The warranty for this mattress and all decisions about the warranty come from the vendor, not Metro Mattress. Metro Mattress only helps facilitate the warranty by collecting the pictures and information needed by the vendor to make a determination. Upon inspection it was noted, and pictures were taken, by our technician that the customer was using a frame with no kind of center support along with an old foundation to support the queen mattress he purchased from Metro Mattress is 2024. Per the manufactures warranty all queen mattresses need a firm supportive foundation and a frame with either a metal center support or at least 5 wooden slats. This information is found on the back of the invoice. I have provided a copy of the back of our invoice that shows this information. We do have the original invoice signed by the customer if you would like us to provide it.  All information was sent to the manufacturer. They denied the warranty claim based on the fact that the mattress had an insufficient center support. 

  Customer Answer

  Date: 01/23/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  [I have a spring mattress with slats across the entire bottom resting on my iron frame. This is equivalent to wooden slats that are supposedly required. Furthermore I was not advised of any requirements at the time of purchase or at installation. I would not have made the purchase if informed of them. Metro Mattress was delinquent in this situation and therefore should be held responsible for replacing the mattress or the purchase price. 
  Regard
  ********* *******

  

  Business Response

  Date: 01/23/2025

  The mattress manufacturer for this mattress is ********.  Thank you.

  Customer Answer

  Date: 01/25/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  I was not shown the reverse side of the invoice at the time of purchase. Looking at it now I am astonished at the amount of detail it contains and I would pose that no customer would attempt to read the document. The salesperson should as a minimum be required to advise the customer of the terms to protect the warranty. This was not done when I purchased the mattress, had it been done I would have not made the purchase. I therefore am still requesting a replacement mattress or a cash refund. With all due respect to the manufacturer, its process is borderline deceptive and possibly unethical since no customer should be expected to read through the hundreds of words on the invoice backside. 
  Regards, 
  
  ********* *******

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought mattress which required per thumb a mattress topper that they charge me $149.99 and it would be in the following week after the bed was delivered two other times I called it was going to be another week last call was it was going to be December 28. I showed up today at the store in person and the second. I mentioned what it was without asking for names or size or billing .
  The sales rep, which was the only person at the store says when I asked when it might be in. I’d like to know too you and me both which did not make me happy so I told him I was going to be making a complaint. I walked out the door and she immediately locked the door behind me.
  She did not ask where I was. She did not look up any information. She knew immediately that there was no toppers there. This is a topper that they require for each of their mattresses when they’re sold as part of a warranty, which leads me to believe they have no toppers, which at all or I’m not getting mine.

  

  Business Response

  Date: 01/02/2025

  There was a stock issue on one of our more popular mattress protectors from the vendor. We apologize that these have taken so long to come in. Customer spoke to their original salesperson this afternoon (1/2) and we canceled their protector order as requested by Mrs. ******. As the customer financed their purchase, the price for this protector  was not added onto their financing through the lender yet as that does not happen until they physically get the merchandise.

• Initial Complaint

  Date:10/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from Metro Mattress in Oneonta, NY on 10/3/2024. I purchased using a promotional 0% financing. Today 10/24/24, I received my first bill. There was a charge of $92.85 on the bill. I called Metro Mattress and spoke to the salesman Eoin that we dealt with, and explained that we were never told of this additional charge and could it be removed. He called me back and said that unfortunately, it was an oversight on their behalf and there was a 2% charge if using the promotional 0% financing option. I explained that we had no knowledge of this when we made the purchase and that we should not be responsible for the charge. He agreed-even stating that other customers were upset about it as well, but that it was a ********* bank decision and not Metro Mattress and that we would not be getting a refund.

  

  Business Response

  Date: 10/25/2024

  Good afternoon, customer opted for the long term (5 year financing) that is with ********* bank.  With the long term financing ********* does charge a one time 2% service fee to utilize the promotion for the long term financing.  This is a ONE time fee by the bank not Metro Mattress.  Customer did sign the paperwork acknowledging the 2% fee for utilizing their long term financing.  Please see attached documentation.      

• Initial Complaint

  Date:10/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress a few months ago. It took 2 months to get it delivered to the store so I can pick it up, but then the store closed. Now 2 months later they say they cannot find the mattress and refuse to give me a refund on a item I didn’t receive

  

  Business Response

  Date: 10/23/2024

  Good morning, this was an associate purchase that the associate held at the store and did not pick up.  The associate was waiting to take the mattress until they visited their family member in NJ whom they purchased the mattress for.  In the meantime, the store location did close down.  We needed to complete inventory and verify that the associate did indeed not pick up the mattress until a refund was processed.  The associate did not have the original form of payment to process the refund so a check refund has been submitted to the associate.  The associate was already made aware of this on 10/22 by the manager.  Thank you.